mike in thinking about all this I hope when the package arrives you let the
customer know you have the item and will advise as repairs move along somehow.
If not maybe this will help you with your service complaints.
regards
bob k0wtz all things are possible in Christ Jesus our savior
On Monday, March 6, 2017 9:52 AM, "gunnerjuulnyholm@me.com"
<gunnerjuulnyholm@me.com> wrote:
Mike,
I fully understand that you must prioritise your production to maintain a cash
flow, and therefore cannot provide resources to maintain a constant and quick
mail service. I sent a mail to service@tentec.com <mailto:service@tentec.com>
three months ago and admit to have resent it a few times to ensure that you
have got it, but I have no acute need of the parts requested. I’m surprised
that you have maintained a free service on products you haven’t sold.
I wondered if introducing a small charge (10-20$, PayPal) pr. service mail
could lighten your pressed situation? Of course my mail imposes a load on your
staff, and I would gladly pay a fair charge to pay for an answer.
Vy 73
Gunner, OZ6NF
> Den 5. mar. 2017 kl. 12.20 skrev Mike Dishop via TenTec
> <tentec@contesting.com>:
>
> A couple of days ago I made a post about being part of the solution rather
> than part of the problem and how anyone could step up and make a difference.
> Out of the 400+ thousand hams, one person took me seriously and sent me a
> check to help support Ten Tec. That gentleman's call is K5TN and to you sir,
> THANK YOU from the top and bottom of my heart. I'm not cashing your check
> and will send it back, but of everyone in the world who reads these forums,
> YOU put your money where your mouth is. It is nice to know that our company
> has one absolutely true friend and supporter. It is nice to know that ONE
> person really wants to be part of the solution instead of part of the
> problem. Thank you sir.
>
> OK, lets talk CUSTOMER SERVICE
>
> When I was quite a bit younger, I worked for a huge conglomerate that shut
> down the R&D department that with 5 people had driven more innovative
> features that made the company products sell than any other branch of the
> operation, and they shut it down. I questioned the wisdom of eliminating
> this department and the talented team that really delivered. My boss
> explained to me that what good was all the future development in the world if
> the company had to shut down and go out of business today? I learned a
> lesson here that I want to share with you. What good is all the customer
> relations in the world if the company has to close?
>
> I've explained more than one time what I'm doing and why again and again.
>Despite this I am repeatedly forced to spend my valuable time on this. Why?
>
> I've explained why you can't talk to service. I've posted photos of our new
> PCB assembly facility and we are still servicing every radio we have made if
> we can get the parts. It costs me a lot of money to keep Ten Tec open each
> month. The only way I can do that is to take care of the commercial
> customers FIRST. They are the reason the company is open. Fortunately, that
> cash flow is allowing me to reintroduce the other products one at a time.
> The Eagle is next. Right or wrong, expensive or not expensive, there are
> people who want to buy Ten Tecs and that is a good radio. It isn't about
> what you can buy from Japan, China or elsewhere. It is about buying what you
> want. Ford trucks are generally cheaper than Chevy trucks. So why do people
> buy Chevrolet trucks? The truck is easier to work on for one. The
> drivetrain is more robust. At the same time some say the Ford has a stronger
> frame. If you don't buy a car based on the decision of price only, why
> should you buy a radio? You guys keep your radios longer than you keep your
> cars usually, and you spend as much time or more using your radio than you do
> driving, so shouldn't you buy WHAT YOU WANT and not worry so much about if
> the Eagle is 1600-1700 as compared to an Icom 7300 at 1300? My goodness if
> you pimp out a K2 and make it do everything an Eagle does you spend 2300
> dollars! And the K2 is far below the Eagle on the Sherwood chart! Should
> they quit offering the K2 or lower their price? Doesn't the better
> performing Eagle deserve to sell for at least as much? After all they are
> both designed and made in America. Should all the K2 owners dump them and
> buy Eagles because the Eagle is less expensive?
>
> Someone said our customer service was "sub par". Robert went into full
> retirement end of last month. I'm sure he appreciated that comment. It
> probably will be worse than it was now that he is gone until I do something
> else.
>
> Ten Tec is wholly owned by me sinve January 1 2016. To have sub par customer
> service I would have had to have sold you a radio. To whom have I sold a
> radio? What do I owe you? Fact: I am repairing the radios that the other
> people sold you. I don't owe you anything. I have no obligation to you to
> answer your email you or sell you my parts. I'm supporting you because we
> are working on a new transceiver so that all the infrastructure will be there
> to continue on when it is ready. Maybe at that time we will have the cash
> flow supported by new sales to support the expensive and free customer
> service you want.
>
> The company isn't going to close as long as our expenses do not exceed our
> revenue. Think about that. this is the coldest and hardest fact of business
> that has to supersede EVERYTHING else and all discussions of if I am doing a
> good job or if customer service is good or not good. Anyone who thinks
> anything other than this most basic tenant of business is a fool. I'm not
> going to spend money I don't have. So if you KEEP sending in your radios for
> repair (PLEASE EVERY BIT HELPS) and keep buying parts from us (PLEASE BE
> PATIENT WITH THE EMAIL) and keep ordering the products that we do have
> (PLEASE WE DO WANT YOUR BUSINESS) then we can get this thing back on track.
> Look people I'm doing this all by myself. I need time. We have moved in 12
> calendar months from having stacks of unrepaired radios from RKR and no parts
> to build radios and no machinery to build them with to now having maybe a
> back log of 10-20 radios at any given time and usually nothing over thirty
> days, having moved into a cost effective and efficient facility in TN,
> setting up the new surface mount building in OH where we built THOUSANDS of
> boards in house last year for TEN TEC, and delivered HUNDREDS of new radios
> to customers, in addition to R&D on a new transceiver, all in one year. ONE
> YEAR. What did YOU do in your last year?
>
> How can I improve customer service now? The next thing I am working on short
> term is our TEN TEC web store. I'm learning a little bit about how to do
> this myself. I even was able to post two news articles over on the Alpha RF
> Systems site. If you go there and click on the NEWS tab you can see my two
> articles, the first about the amps we are building in Colorado and the next
> about the SMD assembly facility in Ohio. I asked Boyd to take photos about
> the final assembly, repair and alignment center in Tennessee and when he gets
> those to me I will make a similar article for you to see on the TT website.
>
> So what I am going to do next is make it so we can send repair invoices as a
> email to you where you can log in to your web cart, buy the repair and pay
> for it by checking out securely with your credit card. We have been testing
> this on the Alpha site for 4 months and it is working great! I'm also going
> to put what products we have like microphone cords, microphones, speech
> processors, etc and it will show real time inventory of units in stock! Next
> I will try to put dial string and PTO kits and batteries and little common
> items like that in the store and I hope this will stop the personal emails
> for dial strings.
>
> Now of course the month I'm going to spend doing this is going to delay the
> launch of every other product by one month but who cares about that? We will
> have better customer service! Before I get this done I have to work on the
> corporate tax return due this month.
>
> A special thank you to those of you who are patient, understanding, and
> support my efforts in this herculean task. Rick, Bob, Ron, and the rest of
> you who are regular contributors and who try to help people understand what
> we are doing - I really appreciate it.
>
> To those of you who are being critical you are not criticizing Ten Tec. You
> are criticizing me and I take it personally. I didn't make this mess or gut
> the company. I'm the guy keeping it alive and putting it back on track. What
> right at all do you have to criticize me? Do I come in to your house and
> criticize how you live your life, how you raise your kids, or judge you for
> why your wife left you? If I did that you would say to me "What in the heck
> do you know about me or my life or my house?" You'd tell me "There are
> perfectly valid reasons for the choices I made". So why do I deserve to be
> treated differently?
>
> If you don't like what I'm doing, if you can't say something nice, then why
> not just keep your mouth shut? What business is it of yours? If you bought
> a transceiver from RKR or RFC you didn't buy it from me. If you have a beef,
> have your beef with them, not me. Are you upset that I bought the assets of
> what was left? I'm sick and tired of reading this drivel over and over
> again in our forum. I am now going to formally appeal to the moderators and
> owners that whenever this negative stuff is posted in the future that you
> just delete it and don't even send it out. I believe I speak for us ALL that
> it is counter productive and that we are ALL tired of hearing that the sky is
> falling! I started this journey a year ago October and TEN TEC is still
> here, radios are being repaired in a timely manner and radios are going out
> the door. When I respond to this stuff I am wasting my time and it is just
> another lost hour that a new radio isn't designed. You may not have anything
> better to do but I do.
>
> I need those of you who support TEN TEC to step up and start ripping to
> shreds these jerks on eham and QRZ who raise this crap every three months?
> People who spread lies and negativity damage the company and jeopardize
> people's jobs. When somebody starts grinding their axe it is just like a
> little duck farting under water, but when I respond and defend myself I get
> criticized and told I should handle things this way or that way. It doesn't
> matter what I say, there is criticism. So I generally just don't say
> anything at all, and then I'm criticized for being non responsive. I loose
> no matter what I do. I unloaded on somebody who was spreading out and out
> libel and then was told that customers are going to question if I have the
> sanity to run a company and don't want to buy from me!
>
> I know my own course. I know what I have to do. I know what I can do with
> what I have to work with. I'm going to do what I have to do and that is the
> way it is until something changes. It is going to take as long as it takes
> me. All the criticism in the world isn't going to change things. The only
> thing that is going to change things is money. Time is money. It takes time
> to make money. As I make money I do what I can do to bring TEN TEC back into
> the amateur market one step at a time.
>
> Just remember that every disparaging and negative remark delays the
> introduction of a new product by a day. If you get ripped to shreds on
> Monday, how good are you at YOUR job the rest of the day? You know what my
> problem is? I can't walk off the job. I have people with families who
> depend on me. Good people who are hams just like you. Those are the people
> you hurt when you spout your hate, negativity, jealousy or just stupid
> opinion for whatever reason or motivation you have. I don't want to hear it
> any more. No one here on the forum wants to hear it. This needs to stop and
> it needs to stop immediately.
>
>
> 73 DE N8WFF
>
>
>
>
>
>
>
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